Deepgram - Customer Success Engineer (Americas)
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Requirements
• You are not a traditional CSM. You’re a Customer Success Engineer, someone who thrives at the intersection of APIs, customer outcomes, and business growth. You have a strong technical foundation and are comfortable running demos, guiding architecture discussions, and helping customers integrate AI-driven solutions into their workflows. You’re equally skilled at reading a room, building trust with executives, and uncovering growth opportunities that come from technical adoption. You’ve likely been a Technical Account Manager, Sales Engineer, Implementation Engineer, or Support Engineer, and you’re excited to bring that blended experience to help customers realize value from day one and scale it over time. • As a Partner Success Engineer, you will nurture and grow relationships with strategic customers and technology partners, leading initiatives that drive joint adoption, enablement, and measurable business outcomes. You will own the lifecycle for assigned partners from onboarding and enablement through engagement, performance analysis, and expansion. • You will be pivotal in aligning partner strategies with Deepgram’s roadmap and strategy, ensuring both Deepgram and our partners achieve shared success. • 7–10+ years in Technical Account Management, Sales Engineering, and/or Enterprise Customer Success (with strong technical focus), at innovative, API-driven technology companies (developer-first, developer tools, or emerging AI/tech) • A proven track record in roles that blend customer engagement with technical expertise, navigating between solution design, technical problem-solving, and commercial growth. • Hands-on experience with running product demos, POCs, or technical workshops with enterprise customers. • Demonstrated success identifying expansions, cross-sell, and upsell opportunities in complex enterprise accounts. • Strong technical aptitude: able to discuss APIs, developer workflows, and troubleshoot basic L1-style support questions (no coding required, but must be fluent in technical conversations) • Experience engaging across technical teams (developers, architects, support) and executive buyers (CIO, CTO, VP Engineering, etc.). • Exceptional interpersonal, communication and collaboration skills, with proven ability to influence internal and external stakeholders (including executives, technical teams, and sales). • A strong sense of ownership and stewardship for your customers, and a keen focus on developing a strong personal brand. • A strong understanding of partner ecosystems, channel business models (resale, referral, integrations, co-marketing, co-selling), and multi-party commercial dynamics. • IT WOULD BE GREAT IF YOU HAD
Responsibilities
• Act as a technical expert and strategic advisor to enterprise customers, engaging directly with developers, engineers, and executives to align business goals with technical solutions. • Build, nurture, and sustain customer relationships across all personas interacting with Deepgram (from developers, program managers to CIOs, CTOs, and other C-level stakeholders). • Conduct regular on-site visits with customers to partner closely, work hands-on to drive adoption, and actively embed Deepgram into their workflows. Frequent travel may be required. • Own and manage the full customer lifecycle: onboarding, adoption, technical enablement, expansion, and advocacy. • Focus on making Deepgram successful in the customer’s environment; ensuring products are integrated, enabled, and adopted effectively, applying best practices, reference architectures, and creative solutions to drive outcomes. • Continuously operate in discovery mode, surfacing customer issues, deeply understanding their complexity and business impact, and translating them into actionable requirements for internal teams. • Confidently run live product demos, guide architecture discussions, and troubleshoot L1-style issues, bridging the gap between technical support, solutions design, and commercial growth. • Maintain a deep understanding of Deepgram APIs, integrations, and AI/ML technologies. • Leverage AI to amplify your impact; be an expert in how Customer Success can apply AI to drive customer outcomes, surface insights, and improve internal systems. • Proactively identify & scope opportunities for expansion (cross-sell, upsell, multi-product adoption), partnering with Sales. • Develop and execute structured customer success plans that align business outcomes with Deepgram’s product capabilities. • Proactively initiate and lead executive business reviews, joint planning sessions, and strategy workshops to stay ahead of risks, ensure alignment, and surface opportunities for growth. • Serve as the voice of the customer internally, influencing product roadmap, GTM strategy, and even the internal tools and processes we build to support customers. • Track, analyze, and report on key performance indicators (adoption, usage, health, satisfaction, expansion, and overall revenue impact). • YOU’LL LOVE THIS ROLE IF YOU • Thrive at the intersection of sales engineering, account management, and customer success. • Have high EQ and high learning index, you read the room, adapt your style, and quickly absorb technical and business complexity. • Are a strong communicator who can keep many stakeholders aligned and focused, often through constant updates and over-communication on status and ownership. • Are energized by technical problem-solving, live demos, and translating support questions into growth conversations or business outcomes. • See customer health and technical adoption not as endpoints but as the fuel for revenue expansion. • Value collaboration and thrive in high-growth, fast-paced environments where priorities shift quickly. • Have a high degree of integrity and can work both collaboratively and independently in a remote WFH environment. Being self-directed is key to staying proactive. • Enjoy leveraging data to guide decisions, uncover insights, and identify opportunities for program improvement. • Are persistent, resourceful, and able to adapt your communication style to suit both technical and business audiences. • Are thoughtful in your approach and constantly question the status quo. Just because we do things a certain way, doesn’t mean it’s the best way! • Experience working in AI, machine learning, voice AI, cloud infrastructure, or developer-first technologies. • Familiarity with automation tools, advanced analytics, and/or basic scripting that help you move faster and smarter. • This job description incorporates the strategic focus, cross-functional partnership, and data-driven approach that define Deepgram’s go-to-market and customer-centric roles. If you’re passionate about helping partners and technology companies thrive together, and you love operating where innovation and relationship management intersect, we’d like to hear from you.
Benefits
• HOLISTIC HEALTH • Annual wellness stipend • Mental health support • Life, STD, LTD Income Insurance Plans • WORK/LIFE BLEND • Unlimited PTO • Generous paid parental leave • Flexible schedule • 12 Paid US company holidays • Quarterly personal productivity stipend • One-time stipend for home office upgrades • 401(k) plan with company match • Tax Savings Programs • CONTINUOUS LEARNING • Learning / Education stipend • Participation in talks and conferences • Employee Resource Groups • AI enablement workshops / sessions • For candidates outside of the US, we use an Employer of Record model in many countries, which means benefits are administered locally and governed by country-specific regulations. Because of this, benefits will differ by region — in some cases international employees receive benefits US employees do not, and vice versa. As we scale, we will continue to evaluate where we can create more alignment, but a 1:1 global benefits structure is not always legally or operationally possible. • Backed by prominent investors including Y Combinator, Madrona, Tiger Global, Wing VC and NVIDIA, Deepgram has raised over $215M in total funding. If you're looking to work on cutting-edge technology and make a significant impact in the AI industry, we'd love to hear from you!
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